Director, Community Care Operations

Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, Array is on a mission to transform access to quality, timely behavioral health care through innovative telepsychiatry solutions and services that span the entire care continuum, from the hospital to the home. Array partners with an extensive network of hospitals, health systems, community healthcare organizations, and payors to improve access and deliver the highest quality of care to patients. 

ABOUT THE ROLE 

The Director of Community Care Operations is responsible for overseeing the daily operations and management of services to ensure efficient service delivery and optimal business performance. This position plays a key role in aligning operational activities with the company’s strategic goals, partner needs, and supporting clinical excellence. The Director of Operations will bring strong leadership, strategic planning, and operational management skills and will work closely with clinical leaders, executive leadership, and cross-functional teams to ensure seamless provider transitions, financial accountability, and high-quality patient care in a daytime outpatient or virtual clinic setting.

WHAT YOU’LL DO 

• Drive provider/partner transitions and management of new and existing provider and partner relationships.

• Actively support the management of a large portfolio of partners (clients) by engaging and collaborating with the account management team and partners to understand and deliver on program needs based on a thorough understanding of each of our partner organizations and the communities that they serve.

• Oversee the daily operations of services delivered by Array ensuring efficiency and effectiveness in service delivery.

• Collaborate with clinical leadership to ensure alignment of business operations with delivery of high value patient care.

• P&L responsibility for the business

• Continually evaluate and implement strategies to improve efficiencies affiliated with Array’s operations, business processes, services and the connection between interdependent departments with senior management.

• Prepare, manage, and regularly report on the annual budget for active accounts including revenue, COGS and expenses.

• Lead and direct people-related aspects of the department, including fostering employee and team development, driving performance and development initiatives, building and sharing best practices, providing coaching and feedback to support growth, ensuring team retention, and cultivating a positive and collaborative team culture.

• Monitor and track clinician capacity to determine if new internal capacity (licenses, privileges from current providers) is required or if new external capacity (recruitment) is needed.

• Collaborate with department heads to maintain aligned efforts in sales, recruitment, marketing, medical affairs, quality, compliance, IT, product management, etc.

• KPI ownership and dashboard management

• Salesforce documentation of assignments to capture - utilization management, implementation adherence, and general fulfillment.

• Weekly meeting cadence including staffing, implementation, and operational governance reviews

• Other duties as assigned.

WHAT WE’RE LOOKING FOR 

•  Bachelor's degree required; master’s preferred

• Minimum of 5 years of direct experience in healthcare operations, with at least 3 years in leadership roles

• Experience overseeing a minimum of $20M in revenue across multi-site operations.

• Comprehensive knowledge of behavioral health business and industry concepts and principles – experience with CHCs, FQHCs, CMHCs, or Scheduling/Staffing is preferred.

• Telehealth experience strongly preferred

• Strong interpersonal and communication skills to effectively communicate with clinicians, customers, and other administrative and operations team members

• Excellent analytical, problem-solving and decision-making skills

• Proven experience building and implementing short and long-term strategic plans to achieve goals

• Experience in cross-functional leadership and collaboration across departments

• Strong understanding of financial and operational management principles, including P&L management and ability to balance cost while maintaining high-value patient care delivery

• Strong project management skills, with experience in planning, executing, and closing projects on time and within budget